Location
Sandia Resort
Job Code
11011
Shift
Day
Pay Rate
$154,688 -$216,564/annually
Category
Resort
Employment Status
Full-Time
Incentive

GENERAL MANAGER OF RESORT OPERATIONS

Description:

Position Summary

The General Manager of Resort Operations is responsible and accountable for the total operations and performance of the resort to include a 228 Room Four Star Hotel which includes a World Class Spa Operation, a 33,000 square foot Convention Center, all Food and Beverage Outlets, a 4500 seat Amphitheatre and Retail Outlets.  The General Manager of Resort Operations will coordinate, direct, and manage the staff and everyday operations of the resort to achieve profitability and efficiency while maintaining four star standards, flawless service, and ensuring 100% guest satisfaction.

Supervision Exercised

Reports directly to the Chief Operating Officer.

 

Supervises the following personnel:

  • Front Office Manager
  • Director of Food and Beverage
  • Executive Chef
  • Spa Manager
  • Director of Housekeeping
  • Administrative Assistant(s)

Major Duties and Responsibilities

  1. Develops a team of highly qualified well trained and service oriented staff.
  2. Manages all sales activities of the property and meets revenue objectives.
  3. Integrates Resort Operations with Casino Operations to maximize profitability of room occupancy while ensuring complete guest satisfaction.
  4. Spends time with the customers and staff identifying what is working and what areas need improvement.
  5. Spends considerable time in the operations MBWA (Management By Walking Around).
  6. Provides the Chief Operating Officer with recommendations to increase revenues, decrease expenses or enhance customer service levels.
  7. Establishes and implements standards for resort administration and performance in regards to flawless guest service and maximization of guest room, food and beverage, spa, retail and convention center profitability.
  8. Coordinates all Guest Room Sales and Banquet sales activities of the property with the Manager of Hotel Sales.
  9. Works closely with the General Manager of Gaming Operations and the Director of Golf Operations to ensure a seamless integration between the resort’s operation and these other revenue producing divisions.
  10. Effectively utilizes revenue management techniques complimented with the desire to fill guest rooms with qualified gaming patrons to ensure the highest achievable value for each occupied guest room.
  11. Oversees, the operations and financial performance of the rooms, food and beverage, amphitheatre, retail, spa and banquet departments.
  12. Creates a management philosophy that encourages teamwork and planning, communication, responsibility and accountability.
  13. Offers direction, guidance and mentorship to all employees within the resort division.
  14. Prepares annual budgets and periodic forecasts as to financial projections of the resort and monitors and justifies all variances.
  15. Ensures that safety and security procedures are followed and standards are met as specified.
  16. Ensures that the resort & casino maintains the highest level of cleanliness.
  17. Ensures that the assets of the resort and casino are properly maintained.
  18. Partners with Marketing to oversee promotional/advertising activities of the resort.
  19. Works closely with the COO and the Director of Marketing to establish the resort’s marketing plan and sales strategies.
  20. Consults with the COO in the planning and accomplishment of future expansions and projects based upon the business need and availability of enterprise resources.
  21. Recruits and selects well-qualified applicants, orients and trains them in procedures and standards, develops their knowledge and skills, sets performance goals, and motivates staff to achieve them; maintains professional staff relations; promoting career development.
  22. Resolves all guest relation issues (incidents, problems, Guest requests, and suggestions) when the department managers are absent or unavailable, or the situation calls for General Manager involvement.
  23. Maintains accountability for the performance, development, and evaluations of department managers.
  24. Performs other duties and responsibilities as directed, developed or assigned.

Secondary Duties and Responsibilities

     

Knowledge, Skills and Abilities

  1. Knowledge of hospitality business and management principles involved in strategic planning, resource allocation, human resources management, leadership, production methods, and coordination of people and resources.
  2. Knowledge of principles and processes for providing and improving customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  3. Knowledge in the development and implementation of standards, policies and procedures and a business/operations plan for an independent four star resort.
  4. Understanding of Property Management Systems, Sales and Catering Systems, and Point of Sales Systems.
  5. Computer skills in Microsoft Word, Excel, Outlook, and Powerpoint.
  6. Ability to work effectively with Governor, Lt. Governor, Tribal Council and Executive Management of the Resort and Casino.

Requirements:

Minimum Qualifications, Education and Experience

Required:

  1. High School Diploma, GED certification or equivalent.
  2. Bachelor’s degree in hospitality or hotel management and a minimum of ten (10) years of hotel management with strong emphasis towards the room division and food and beverage division including three (3) years in executive management in a four or five star hotel environment. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling fourteen (14) years may substitute for the required education.
  3. Pre-opening and/or hotel expansion experience a must.
  4. Must possess and maintain a valid, unrestricted New Mexico Driver’s License.

Licensing Status

  1. Must be able to successfully pass a stringent background investigation.
  2. Will require a post-offer, pre-employment and random drug screening.

Working Conditions

  1. Work is normally performed in a typical interior/office work environment.
  2. No or very limited physical effort required.
  3. No or very limited exposure to physical risk.